Priority Call Management?

April 7th, 2009

Are all your customers equal? Every business owner, large or small knows the answer to that question and the answer is no! We have Platinum, Gold, Silver and Bronze customers, each of which represents a different value to the business. For this reason, we often want to structure our call flow to prioritize these customers. You do not have to work in a “call center” to manage this priority scheme. The ShoreTel Personal Call Manager, for example, provides a visual call management tool that enables you to apply the concept of “priority call management”. I know the value of my current telephone conversation. It is the value of the next phone call that I want to be alert for. We have all had the experience of being on the phone talking and suddenly seeing the messaging waiting light illuminate on our phone! You immediately know that the very phone call you had been waiting for, slipped right past your ear and into the voice mail. With a personal call manager, I can see the next phone call as it arrives and take appropriate action. I can ask the current caller to hold. I have my ShoreTel Call Manager set so that a second important call to my desk can be sent to a greeting that says “Hi, I see you ringing in and if you hold the line, I will wrap up the call I am on and be right with you”. (Send me an email and I will share how I set that up). Optionally, I could have put the first call on hold and taken the second, higher priority caller. The issue is simply: when the financial, time or relationship value of the next call is more important, you will truly value having a visual, personal priority call manager only a click away!